From the patient’s perspective, medical quality is a given and EXPERIENCE is king – and in urgent care we strive to operate with that perspective. Your centers probably have scheduling apps, encourage online reviews, and provide customer service training, but are they woven together in a seamless whole? The patient’s experience is “end-to-end” but most delivery strategies and tools are not well integrated. This workshop will help you revisit your various service components, then re-work them into a contiguous experience using the patient’s lens.
Here's the agenda for the workshop: I. What is the Patient Experience? An Introduction II. Patient Experience Technology III. Human Interactions IV. What We've Learned So Far V. Break - 9:45 - 10 am VI. Workshop: Digging in and Starting Over - 10-11 am VII. Workshop: Redesign and Make It Stick - 11-11:45 am
Recognize the many interconnected components of the patient experience.
Analyze the current expectations of patient consumers for service technology.
Compare the current expectations of patient consumers for service behaviors.
Appraise your organizational needs for creating an integrated patient experience.
Compose a plan for a redesigned patient experience that will last.